Cathy Isabelle Carvajal

5838¼ Cloverly Ave Temple City, CA 91780
    Home:   [Send email to request phone number] 14-8097
    Mobile:  [Send email to request phone number] 62-9465
    Email: [Send email using form at bottom]


EDUCATION

Elementary: 
All Souls Elementary: Alhambra, CA USA

High School
Alverno High School: Sierra Madre, CA USA 

University:
Universidad Auṭnoma de Centro América, Costa Rica C.A. 
BA in Psychology (grade tests pending) 

Universidad Panamericana, Costa Rica C.A.
BA in English (IERF issued equivalent to US English BA)

Skills:
Managerial: Coaches and trains staff, sets goals and objectives for department,
identifies and solves problems, guides meetings and assists in developing,
implementing and maintaining work policies and procedures for optimal department
performance.

Customer Care: Pro-active solutions to problems, phone etiquette, problem
solving, excellent communication and analytical skills in call center
environment. 

Computer: Word, Excel, Publisher, Power Point, Internet, Goldmine (software for
customer data collection and creating statistics), and Outlook, Verisign,
Navision, type 40 wpm

Languages: English and Spanish: 100% read, write and speak

Money Transfers: National and international bank wires, cashier’s checks,
Western Union and PayPal transactions.

Credit Cards: Handling debits, deposits and charge backs via phone and online
with customer and credit card company. 

PROFESSIONAL ACCOMPLISHMENTS

October 2006 – Present
Superior Communications, Irwindale
Product Specialist: Product Development Specialist: Initiates and meets demands
of wireless carriers and retailers in the development of handset aftermarket
accessories. Maintains communication among the departments involved until golden
sample is developed. Customers are updated on a daily basis on the stages and
changes of the product requested. 

December 2005-October 2006
Superior Communications, Irwindale
Customer service specialist: In charge of sending and receiving orders to and
from customers using Navision. Charge and credit customers via Verisign. Checking
inventory and informing customers of items available and compatible with their
mobile phones. Identifying problems with promotions, compatibility and item
prices on the customer’s websites. Orientating and troubleshooting customers from
major cell phone carriers, offering a very professional and complete customer
service.

August 2005- present
University of California Irvine, Laser Beckman Institute
Medical research translator: Translating and editing documents (data research
and questionnaires) used in the research field, for breast cancer monitoring,
from the English to the Spanish Language.

June 2003 – August 2004
International Pharmacy, Costa Rica
Customer service manager: In charge of adequate functioning of department, staff
work performance, implemented new program for handling customer service email,
updated format, revised and edited letters sent to customers. Reported to CEO
data that was collected and analyzed to offer product demand on the market.
Addressed customers and banks to resolve charge backs placed on orders.

February 2000 - June 2003
MVP International, Costa Rica
Customer service manager/marketing: Promoted from clerk to CS Manager.
Established a new customer service dept. Managed customer account statistics with
Goldmine. Initiated radio and newspaper marketing for the company. Established
customer retention program via survey data analysis. Opened money transfer
accounts. Also provided training, leadership and guidance to the staff for the
handling of: incoming sales calls and the processing of deposits and payouts
(credit card, bank wire, WU and cashier’s checks) via phone and internet, and
sales leads. Set successful short term and long-term sales goals.


June 1998 – January 2000
Rio International, Costa Rica
Customer service representative: Generated internal sales, opened and set up new
accounts and processed incoming deposits and outgoing payouts. Awarded for top
sales and weekly bonuses. Accomplished customer retention via reward programs. 

July 1997 - March 1998
Tres Arroyos SA, Costa Rica
Telephone clerk: handled phone calls for very busy sports book call center, was
within the 10 top clerks based on excellent overall performance.